EXELIS VISUAL INFORMATION SOLUTIONS Software Maintenance Program

Transcription

1 EXELIS VISUAL INFORMATION SOLUTIONS Software Maintenance Program Article 1.0 Maintenance Program Last edited: July 31, Purpose. The purpose of this Exelis Visual Information Solutions ( Exelis ) Maintenance Program ("Program") document is to: Describe the Program for Exelis customers* Provide definitions of Maintenance and support-related terminology used by Exelis. Describe Program quoting and invoicing procedures. Describe the services provided by Exelis Support Services. List general procedures and conditions including contact information and requirements. 1.2 Program Overview. The Program, also referred to as "Maintenance," is the support Exelis makes available for unmodified Software to the Software license holder ( Licensee, License Administrator, License User ) which includes Support Incident tracking, attempts to assist with reported problems (Support Incidents), new releases, training, and enhancements. Maintenance for the first year is automatically included when qualifying Software is initially purchased. Article 2.0 Definitions and Descriptions Capitalized terms used in this Program shall have the following meaning: 2.1 Licensee, License Administrator or Authorized License Administrator A Licensee, License Administrator or Authorized License Administrator is an individual designated to make decision on the license as well as who may contact Exelis to request technical support (e.g., to submit Support Incidents or request assistance with Software use). 1

2 2.2 License Number License Number means the number created and provided by Exelis that is associated with each license key. A license key, also known as a license.dat or license.lic file, may be associated with multiple license numbers. The number is typically between three and six digits and in some cases may also be referred to as an installation or contract number on the invoice and/or packing list that is shipped with Exelis Software. 2.3 License User A License User is the end user of the Exelis Software who may contact Exelis Technical Support Services (e.g., to submit Support Incidents or request assistance with Software use). The License User will need to get permission from the License Administrator if changes to the license are required (re-host/upgrade). 2.4 Support Incident A Support Incident is the record of a customer request for technical assistance made by phone, , fax, or Support Incident web form. It contains technical notes and documentation of all interactions between the customer and support representative related to the request. The Support Incident tracking number is provided by a support representative in the subject line when the support representative corresponds with the License Administrator or License User. The Support Incident number is used for referencing the request. The status of a Support Incident can be new (waiting to be assigned), accepted (when we initially assigned), active (the support representative is working on it), pending (waiting on the customers response/we need more information) or closed (complete no further action required). 2.5 Maintenance Renewal Quote Maintenance Renewal Quote is the non-invoice notification, issued approximately 60 days before the expiration of a Maintenance term, to all customers who have current Maintenance that are nearing the Maintenance term expiration date. The quote is sent to the purchasing contact who has been designated to receive all renewal-related correspondence from Exelis. The Maintenance Renewal Quote is sent via and contains information about the forthcoming Maintenance Term, which includes the type of Software licensed and quantity of licenses, the start and end dates of the Maintenance Term, and the Maintenance renewal fees due. 2.6 Maintenance Term Maintenance Term is the start and end dates, during which customers with licensed products are entitled to receive the applicable Maintenance benefits. 2.7 Updates -Patches and Service Packs Patches A Patch is a single fix or a set fixes in the software that will affect a large number of customers and needs to be posted on the web for general availability. If a Patch is released it will be incorporated into the subsequent release. A Patch is a specific fix and typically does not add new functionality. For ENVI and IDL, 2

3 Patches typically require the complete released software be installed prior to installing the patch files Service Packs A Service Pack is a set fixes and new features. All patches since the previous release will be included in the Service Pack release and posted on the web for general availability. Service Pack release functionality will also be incorporated into the subsequent release. A Service Pack release will not require installing the product prior to installing the Service Pack (it will include a complete installation plus all the Service Pack changes). Please note: SarScape patches are typically a complete installation. Note that Patches and Service Packs are different than Software Upgrades. Please see Software Version Upgrade section for more detail on Software Upgrades. We typically do not send notification for Patches and Service Packs. Please visit the Exelis Download pages to see if there are any new Patches or Service Packs. To find the latest Service Packs and Patches, please select the Product and scroll to the bottom of the page in the Updates section. 2.8 Software Software is Exelis commercial off the shelf which is comprised of computer programs and related data that provide the instructions telling a computer what to do and how to do it. 2.9 Software Version Upgrade A Software Upgrade is a set of new functionality and fixes for Exelis Software. License Administrators and Authorized Licenses Administrators with licenses current on maintenance are eligible for Software Upgrades and will be notified via when they can complete their Upgrade. An Exelis Upgrade consists of the new installation that can be downloaded or the DVD can be ordered as well as a new, upgraded license Software License A Software License is the limited grant of rights to use Exelis Software as defined by the terms and conditions in the Exelis end user license agreement (EULA) License Re-host A License Re-host occurs when the License Administrator or Authorized License Administrator requests or generates a license for a different computer than currently assigned. This is typically necessary when an upgraded or replacement computer is purchased for a License User and they will no longer be using their current computer on record with that license. The License Administrator or Authorized License Administrator must confirm that no one will be using the license on the computer on record and only the 3

4 new computer. The computer Host/Server name and ID are required to complete the License Re-host process Technical Support Services Technical Support Services is Software technical support/technical assistance and license support provided by Exelis to the Licensee. See the Technical Product Support Services and the License Support Services sections for a more detailed description End User License Agreement (EULA) Please see Exelis EULA located at: Article 3.0 Availability, Notification and Access to Software upgrades License Administrators and Authorized License Administrators will be notified of Upgrades if their Maintenance is current. The notification will guide them through the process of downloading the Software and upgrading their licenses using our on-line system. Upgrade Your License(s): Downloading the Software: The ability to order the hard copy media is also available on the software download pages in most cases. Article 4.0 License Support Services Licenses must be under current Maintenance in order to Re-host the license to another machine or platform of equal value within the same company or organization. Most customers current on Maintenance have the ability to manage their current licenses online through our self-serve website (including License Re-hosts): Manage Your License(s): Note: You must be a License Administrator or Authorized License Administrator in order to utilize the self service, on-line licensing applications above. There are some cases where License Administrators or Authorized License Administrators don t have on-line access for upgrading or re-hosting licenses. Exelis Technical Support Services will assist with license questions, re-hosts, and upgrades through , phone or web submission. Please see the Technical Product Support Services section for details on contacting Exelis Technical Support Services. 4

5 Please note when contacting Exelis Technical Support Services, to expedite the License Re-host process, please provide Exelis Technical Support Services with information regarding why you are Re-hosting your license (machine failure or upgrade, employee left organization, etc). Also please verify that you will remove the license from the current system. Requests to transfer a license from the Licensee s existing Company of record to another Company or organization will need approval by Exelis (see EULA). Article 5.0 Technical Product Support Services 5.1 Support Services. Exelis Support Services comprises the following: a. , Web and Telephone Support and Incident Reporting/Logging If a technical issue arises, Licensee can submit a Support Incident with Exelis through , the web, or over the phone. Not all issues can be answered immediately and on the phone. Information will be collected on the phone so that a support representative can get back to the customer. b. Exelis Online Support The Exelis Online Support page is an Exelis Web site that communicates technical information to the Exelis user community in the form of FAQ information, Help Articles, and Platform Support information. Exelis Online Support can be found at License Administrators and License Users can also report a Support Incident using the Web Support Incident form located at the Online Support page (Request Technical Support link). c. Help Articles Exelis has a knowledge base of known Software problems, "how-to" articles, system requirements, and common error messages for Exelis Software. It can be accessed by navigating to and clicking the Help Articles link. d. User Forums The Exelis User Community forums are Web based and are provided to share questions and knowledge with the community about technical details and techniques for accomplishing tasks. The user forums can be accessed by navigating to and clicking the User Forums link that you wish to submit a question to. This is a community based tool, so there is no guarantee that each question will be answered. We strongly encourage our users to participate and help each other out. e. Code Library The user may also seek example applications and code to help them at our Code Library by going to The Code Library tools, 5

6 sample code and applications are community contributions and are not supported by Exelis Technical Support. 5.2 Support Services Scope Technical assistance provided through Exelis Support Services is limited to unmodified Exelis Software. Sample applications that ship with each product are provided for demonstration purposes and are considered unsupported. Patches received outside the normal delivery of a web download are considered unsupported unless authorized by Exelis. Technical assistance through Exelis Support Services is not available for hardware, graphic cards, monitors, plotters, graphic printers, digitizers, modems, and other like peripherals which are not provided by Exelis, except to answer questions of how standard, supported devices interface to Exelis Software. Exelis reserves the right to ask for a small reproduce case that clearly reproduces the software problem. We do not typically debug customer s code. Exelis will guide and provide examples and/or workarounds in order to assist customers with the problems they are trying to solve. Exelis reserves the right to limit support for older versions due to the complexities of supporting outdated hardware and software. These terms and conditions are subject to change by Exelis. 5.3 Accessing Technical Support Services The License Administrator should designate Authorized License Administrators and License Users for all direct support services-related communications with Exelis License Administrators and License Users within the United States and Canada may contact Support Services between 8:00 a.m. and 5:00 p.m. (Mountain Time), Monday through Friday, except for Exelis holidays. Within Europe, Middle East and Africa, License Administrators and License Users may contact Support Services between 9:00 to 12:30 and 14:00 to 18:00 (Central European Time), Monday through Friday, except for European holidays. Tel.: support@exelisvis.com Web: For global Exelis support, please see and scroll to the bottom of the page, International Distributors section to search for contact information. Note: you will need to select your country and product to see the Technical Support contact information (support phone number and ). a. By , Fax, Telephone or Web Request Form 6

7 Each reported Support Incident or support request is logged and given a unique identification number for Licensee s reference and tracking. After a Support Incident is logged, the Support Incident will be placed into our Support Queue and then the caller will be contacted by a technical representative who will be working on the Support Incident until it is resolved or determined to be a problem in the Software. support is available to License Administrators and License Users. In addition, the License Administrator or License User may request support by completing an on-line web form available at Support requests are typically answered on a first come, first served basis. All Support Incidents reported by or web support incident form are given the same priority and level of attention as those reported by telephone. However, Support Incidents submitted on the web are viewable in our main queue immediately. Contacting us by phone or sending an will delay the support incident getting into our main queue slightly. All requests for technical support must contain detailed information about the Support Incident. To help expedite a solution, technical representatives expect information that includes product and version of Exelis Software, hardware platform, and peripherals (if applicable); the version of operating system; a description of the problem; and Exelis License/Installation number. Please refer to the "Useful information to provide when requesting technical support from Exelis VIS" Help Article for additional details. Exelis technical representatives will typically respond to Support Incidents by Preparing for Contacting Support Services When contacting Exelis for technical assistance, the License Administrator or License User must be prepared to provide as much of the following information as possible: Your Name The phone number and address where Licensee can be reached Your License/Maintenance number The version of the Software Licensee is using The version of the operating system Licensee is using A description of what Licensee was doing when the problem occurred The exact wording of any error messages that may appear on the screen Any steps taken to resolve the problem Article 6.0 Maintenance Renewal and Expiration 6.1 Renewal Notice. Exelis will provide purchase contact with a quote to renew services when Maintenance services are scheduled to expire. 6.2 Maintenance Expiration. If Exelis has not received an order or payment prior to the termination date, purchase contact will receive a notification stating that Maintenance term has expired. License will continue working as currently installed and will no longer 7

8 be supported by Exelis. Licensee will no longer be eligible to receive any Upgrades or Updates that are released after the Licensee Maintenance term has expired, the ability to transfer or re-host the license will require prior approval from Exelis and Licensee will no longer have access to Exelis Technical Support Services. Article 7.0 Payment 7.1 Payment. Maintenance program fees are purchased annually and payable in advance. Payment terms accepted will be net 30 days only. Credit cards and checks are acceptable forms of pre-payment. For orders less than $ Exelis requires credit card payment. Maintenance fees are non-refundable. 7.2 Prorating Maintenance Terms. If multiple Software products have been licensed throughout the course of a year by one customer, separate Maintenance quotes for each product are not issued. Instead, the Maintenance anniversary date for each license is prorated to the anniversary date of the first product licensed, with Maintenance. All licensed Exelis Software products offering a maintenance service are synchronized to reflect a common Maintenance end date, regardless of when each was first licensed. These prorated dates will be reflected on the Maintenance renewal quote. 7.3 Reinstatement of Lapsed Maintenance. You may reinstate an expired license within three years of expiration date. If Maintenance has lapsed, Maintenance reinstatement fees equal to the amount of back maintenance from the date Maintenance lapsed, in addition to the current fees, will be required to be paid to reinstate Maintenance. Article 8.0 Training Promotion for 2013 YOUR TRAINING REGISTRATION FEE IS INCLUDED! As a special promotion during the 2013 calendar year, classroom training in Boulder CO, Herndon VA, and Charlottesville VA is included at no extra cost with your current maintenance contract on a space available basis SEATS ARE LIMITED. In order to qualify for this promotion, your maintenance contract must be current at the time you register. If you are taking advantage of this 2013 Promotion for Current Maintenance Customers, you should expect a telephone call from us to collect a credit card number. Your card will ONLY be charged ($ no-show fee) in the event that you fail to adhere to our cancellation policy. If you have any questions regarding your maintenance status or details about the 2013 promotion, please contact 8

9 Amy Denesha or Denise Goldstein for commercial and government licenses or Laura Folden for academic licenses. You will need this code to complete your registration and take advantage of this promotion: MTRFEE This promotion is valid for all regularly scheduled public classes during the 2013 calendar year. View our 2013 Classroom Calendar to select a course. This promotion applies only to public classes held within the United States. * Local laws may prevail Pearl East Circle, Boulder, Colorado 80301, USA Telephone Fax Web: All brand and product names are trademarks or registered trademarks of their respective companies. This information is subject to change without notice Exelis 4990 Pearl East Circle, Boulder, CO,